Assistive technology supports maintenance or improvement of an individual’s functioning and independence, though for people in need the access to assistive products is not always guaranteed. This paper presents a generic quality framework for assistive technology service delivery that can be used independent of the setting, context, legislative framework, or type of technology. Based on available literature and a series of discussions among the authors, a framework was developed. It consists of 7 general quality criteria and four indicators for each of these criteria. The criteria are: accessibility; competence; coordination; efficiency; flexibility; user centeredness, and infrastructure. This framework can be used at a micro level (processes around individual users), meso level (the service delivery scheme or programme) or at a macro level (the whole country). It aims to help identify in an easy way the main strengths and weaknesses of a system or process, and thus guide possible improvements. As a next step in the development of this quality framework the authors propose to organise a global consultancy process to obtain responses from stakeholders across the world and to plan a number of case studies in which the framework is applied to different service delivery systems and processes in different countries.
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Frequent and targeted support to professionals is essential to control for quality delivery of services. In youth care settings, there is limited time and capability to implement all of the support systems that are suggested by program developers. With the pressure and responsibility to provide services with high quality and low costs, organizations strive to effectively and efficiently integrate different support systems. In this point of view we discuss the potential of integrating support systems around overlapping common, contextual and structural factors of interventions that are delivered in youth care setting.
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For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of 'good' companies to 'great' companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact 'soft' factors that concerned the human side of the team more than the organizational, procedural or structural measures.
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DISCO aims at fast-tracking upscaling to new generation of urban logistics and smart planning unblocking the transition to decarbonised and digital cities, delivering innovative frameworks and tools, Physical Internet (PI) inspired. To this scope, DISCO will deploy and demonstrate innovative and inclusive urban logistics and planning solutions for dynamic space re-allocation integrating urban freight at local level, within efficiently operated network-of-networks (PI) where the nodes and infrastructure are fixed and mobile based on throughput demands. Solutions are co-designed with the urban logistics community – e.g., cities, logistics service providers, retailers, real estate/public and private infrastructure owners, fleet owners, transport operators, research community, civil society - all together moving a paradigm change from sprawl to data driven, zero-emission and nearby-delivery-based models.
The research, supported by our partners, sets out to understand the drivers and barriers to sustainable logistics in port operations using a case study of drone package delivery at Rotterdam Port. Beyond the technical challenges of drone technology as an upcoming technology, it needs to be clarified how drones can operate within a port ecosystem and how they could contribute to sustainable logistics. KRVE (boatmen association), supported by other stakeholders of Rotterdam port, approached our school to conduct exploratory research. Rotterdam Port is the busiest port in Europe in terms of container volume. Thirty thousand vessels enter the port yearly, all needing various services, including deliveries. Around 120 packages/day are delivered to ships/offices onshore using small boats, cars, or trucks. Deliveries can take hours, although the distance to the receiver is close via the air. Around 80% of the packages are up to 20kg, with a maximum of 50kg. Typical content includes documents, spare parts, and samples for chemical analysis. Delivery of packages using drones has advantages compared with traditional transport methods: 1. It can save time, which is critical to port operators and ship owners trying to reduce mooring costs. 2. It can increase logistic efficiency by streamlining operations. 3. It can reduce carbon emissions by limiting the use of diesel engines, boats, cars, and trucks. 4. It can reduce potential accidents involving people in dangerous environments. The research will highlight whether drones can create value (economic, environmental, social) for logistics in port operations. The research output links to key national logistic agenda topics such as a circular economy with the development of innovative logistic ecosystems, energy transition with the reduction of carbon emissions, societal earning potential where new technology can stimulate the economy, digitalization, key enabling technology for lean operations, and opportunities for innovative business models.
The Dutch hospitality sector is the 8th largest contributor to GDP, employing over 500,000 people, yet it remains heavily reliant on manual processes and human labor for service delivery. Structural staff shortages, rising labor costs, and increasing operational demands are pushing the industry to its limits. Hotels and restaurants, the backbone of this sector, are struggling with operational inefficiencies, high staff turnover, and the growing difficulty of maintaining high service standards. An overhaul of the traditional hospitality model is necessary to unlock sustainable growth. This Embrace IT project provides a structured, collaborative approach to solving these pressing challenges. Focusing on three critical areas—housekeeping services, food services, and reception services—the project will co-create concrete, tech-driven solutions together with hospitality businesses, technology providers, and knowledge institutions. These areas represent key operational cost drivers and are vital to revenue generation, making them priorities for industry leaders. By developing technology that complements human labor, the project ensures that operational efficiency improves while leveraging worker well-being and hospitality experience. Over four years, Embrace IT will establish a sustainable innovation ecosystem within the hospitality sector. Through iterative co-creation and field testing of automation, AI, and immersive technologies, the project will equip businesses with the tools and structures to shift from short-term, reactive strategies to long-term, sustainable digital transformation. Moving beyond the current "sensing" phase, where businesses recognize technological trends but are hesitant to act, Embrace IT will deliver concrete and scalable solutions that foster industry-wide adoption. Embrace IT aligns with key sector policy documents such as the 2024 Digital Destinations strategy from the Netherlands Board of Tourism & Conventions (NBTC), ensuring direct support of the broader vision for digital transformation of Dutch hospitality. This project will increase productivity of the sector while improving working conditions and leveraging hospitality experience – to ensure lasting societal impact.
